Sony OLED Dead after 6 Years - Can ACL Actually Help Me?

KingJuf on 23/04/2025 - 20:51
Last edited 24/04/2025 - 09:24 by 1 other user

Hey guys, I bought a 55KDA8F during the EB Games promotions from Sony for $1999, unfortunately my TV has stopped turning on after 6 years with no LED light showing.

Spoke with Sony and basically they told me they could send out a tech to repair but I would bear the full costs or they offer me a discount on a new TV (no details provided). I got them to send me that response via email and sent a follow up request but was knocked back again with the same options provided.

Ideally I want to see if I can get the TV repaired or replaced but considering its already 6 years old what are my chances in getting Sony to foot the bill?

I have doing some research and reading some of the stories people have had of success like this one

This definitely gives me some confidence that I may have a chance but not sure how far I will need to go with it.

I recently bought a new LG OLED for a different room so I am also considering my options if its worth TGG concierge to avoid the hassle for 5 years albeit.

I have had several Sony Bravia in the past all that are still working after more than 12 years use. Am I expecting too much from an OLED TV?

Electrical & Electronics OLED TV Sony Warranty

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Comments

    • KingJuf on 28/04/2025 - 10:19

      Definitely always had surge protection inline.

  • Kranbone on 28/04/2025 - 00:06
    +1

    I'd say 6 years is a decent run, especially if you've had it on 4+ plus hours a day (maybe an hour or 2 in the morning), several hours in the afternoon and several in the evening.

    A TV you have now will have better features, performance and probably use less power. Just get a new one and move on.

  • 2027 on 28/04/2025 - 00:32
    +1

    OP, another way of looking at it:

    would you use the word “durable” to describe:

    • 55” Sony TV
    • RRP of $3999
    • Doesn’t work after 6 years

    If no, then seek remedy all the way to the small claims court.

    • KingJuf on 28/04/2025 - 10:18
      +1

      Not really no, I don’t expect it to die like this I guess. If it had burn in or something then I could say that would be expected by use.

      • 2027 on 28/04/2025 - 10:43
        +1

        You will need to make it clear to Sony that you purchased the TV expecting it to be durable, and that it would last longer than 6 years. They need to understand that you wouldn’t have purchased this if you knew it would fail within 6 years.

        After all, the Amazon listing for this model says that it’s “an advanced model” and in this press release from the A9F (model up from yours), Sony say they are “committed to producing innovative and quality electronic products” and the Sony Aus LinkedIn says “remarkable innovation and quality”

        As you have another TV, I guess you can take some time with this to get the outcome that you deserve.

        Ask for your case to be escalated, and insist that all communication is in writing (email is OK), if they cannot put it in writing they are wasting your time, and it is far from professional. It wouldn’t hurt to ask for their preferred address to receive final notices and letters of demand, you may need it.

        Let them know that a discount on a new TV is not an acceptable remedy for a major failure of the consumer guarantees.

        Once you get through the gatekeepers on the phone that are simply reading from scripts and following procedures, you may encounter a department manager or someone that isn’t quite up to scratch on the ACL. This ACCC document for the industry is an opportunity for them to learn

        https://www.accc.gov.au/system/files/Electrical%20%26%20whit…

        With it, you can refer to specific pages and paragraphs when asking them to explain how their handling of the matter addresses the relevant points in the document.

        If their escalation process is sound, you won’t need that document, as the manager will be well aware of their duties and obligations.

        Sometimes you might encounter stubborn agents who refuse to escalate. LinkedIn is your friend here, there are a number of people with titles like “Customer Service Team Leader” or “Customer Contact Centre Manager”, you might experience better outcomes if you ask for them by name or guess their corporate email address.

      • 2027 on 28/04/2025 - 23:04

        Just another thing, in their 2018 Strategy Meeting, Sony had this to say about their branded hardware business:

        “In this area, Sony will continue its policy of targeting profitability and the premium market rather than unnecessarily pursuing volume. ”

        In other words, like we already know, Sony are trying to say they’re “premium”, but they’re offering budget levels of after sales service.

        Interestingly, in later corporate reports, they say that they are increasing efforts to improve product life times and reliability, so that’s a bit of ammo for 6 years from now when someone’s TV they got today, a supposedly “premium” TV, dies early…

        • KingJuf on 29/04/2025 - 09:20
          +1

          I requested yesterday for the case to be escalated after not hearing back last week.

          They have asked for some more details including proof of purchase.

          Lets see how it goes I guess.

  • ChrisCam on 28/04/2025 - 07:03

    I had issues with my 6 year old Oled last year. Severe burn in. Offered a similar path despite questioning.

    Went down the road of getting a discount on a new TV.

    The discount was roughly 50 percent so it might well be worth it for you.

    Ended up with a Bravia 7 85 inch for around the $2500 mark. I had pushed for the very best ‘special’ pricing.

  • surg3on on 28/04/2025 - 11:49

    6yrs, you pushin it. All up to if your time is worth it.

  • Drakster on 28/04/2025 - 14:43

    Just had a similar thing happen to me. Half the time in my case though, just a few days over three years.

    An LG C1 OLED. Contacted LG about it. I hope to get it repaired as it's been a great TV outside of this.

    • Drakster on 21/05/2025 - 10:59
      +1

      Update to my own post. Contracted LG directly and they stated that they will repair it. Yay!

  • MrFunSocks on 28/04/2025 - 15:34

    Can't hurt to try, but probably unlikely since $2k lasting 6 years is probably within the "expected lifetime" of a tv for that price.

    • KingJuf on 28/04/2025 - 16:08
      -1

      Although I did pay $2k for the TV this actually retailed for $3999 as others have mentioned. Whether or not this would make a difference I am not sure.

  • SpaceNinja on 28/04/2025 - 16:39
    +1

    My LG OLED TV panel discoloured after 5 years (outside warranty).
    LG came in replaced the entire panel for free.
    As good as new.

  • supersabroso on 28/04/2025 - 18:14
    -1

    Just buy the Kogan smart TV, so much cheaper. I got my 65" 4K one for less than $560 delivered 2.5 years ago. $2k on an even smaller 55" TV is simply a rip off. That way, if it ever dies, you won't feel bad as you'll just be able to buy a newer, better one for less money in the future. Over time, you'll spend far less and have far more advanced technology than what you will get with a Sony TV.

  • mudkipz on 28/04/2025 - 19:03
    +3

    Here's my post from last year. Sony TV 4.5 years. Seeing your post reminded me of my own experience. I never got around to updating my original post with the outcome.
    https://www.ozbargain.com.au/node/834622

    Very similar situation to you, Sony pushed back and suggested that I pay for labour and repair costs (from memory, I think they quoted $800) or sell me a new TV at a "discount". I pushed back and went back and forth for a few weeks. Eventually, they offered to cover the labour and I had to pay for the part repair (whatever the part would end up being). They sent a tech out and they replaced the mainboard. The mainboard cost $400, and I paid for that part. I did look up the cost of the equivalent part online and it was thereabouts that price. I think I could've pushed back further to suggest it should all be covered, but ultimately, was happy to just get it going again. Still very happy with the TV.

    • KingJuf on 28/04/2025 - 22:43

      Thanks for your update, I must have missed your post so was good to read despite mine being older it is a similar situation. Apparently its a common occurrence on these models for the mainboard to die from my research online.

      If it is indeed a proven common fault I think Sony should definitely cover it or at least partially right?

    • pinkybrain on 28/04/2025 - 22:43

      what is the model number of tv?

      • KingJuf on 28/04/2025 - 23:01

        Kd55a8f

  • burns13 on 28/04/2025 - 22:35
    +2

    I was feeling 6 years is almost borderline acceptable until I realized my lg c9 is almost 6 years. I would filthy if it died, it still feels like a new panel in some ways, the features are still current. in no way should it be failing so soon.

    I say fight it and hopefully you get a replacement

    • KingJuf on 29/04/2025 - 09:23

      Yeh my Sony has been great tbh, love that its android as well and the picture always good with no burn in or anything. Thats why I am wondering how it could just randomly die, it may be a common fault with mainboard.

      • 2027 on 18/05/2025 - 16:12

        Hey how’s this playing out? Is Sony coming to the party?

        • KingJuf on 18/05/2025 - 16:50
          +2

          Nope does not look like they are..

          See their latest response below after case was escalated:

          Please be advised that it would be unreasonable to cover the repair or even provide a replacement or refund due to the age and usage of the unit under the ACL.

          As a remedy, you can either proceed with the chargeable repair which will be quoted to you by our service centre or we can go ahead and proceed with the special pricing for a brand-new of TV.

          After reviewing your case, we are glad to offer you the special price below:

          • K55S30 for the amount $800 inc GST
          • K55XR70 for the amount $1625 inc GST
          • KD50X77L for the amount $920 inc GST
          • XR55X90L for the amount $1495 inc GST
          • K55XR80 for the amount $1730 inc GST
          • KD65X77L for the amount $1,170 inc GST
          • K65XR70 for the amount $1925 inc GST
          • K65XR80 for the amount $2350 inc GST
          • K65S30 for the amount $1040 inc GST
          • KD65X85L for the amount $1500 inc GST
          • XR65X90L for the amount $1600 inc GST
          • K75XR90 for the amount $3,330 inc GST
          • K75XR70 for the amount $2,425 inc GST
          • K75S30 for the amount $1,325 inc GST
          • XR75X90L for the amount $2215 inc GST

          Please be advised that this is exclusively offered only by us SONY, and it is not available to other retail stores.

          As this is a substantial discount offer, please note that this offer is valid for 2 weeks only from the date that this email was sent and cannot be used in in-conjunction with any other existing Sony promotion, cash back, gift card or discount offer.

          If you think that our remedy is unfair, you do have the rights to file a complaint with your governing body however, we will stand firm with ours.

          • Ash-Say on 18/05/2025 - 16:52
            +1

            @KingJuf: Send a letter ot demand with your preferred resolutions and give them 2 weeks.

            If they dont provide a resolution, file a case with NCAT equivalent.

            Don't waste further time.

          • 2027 on 18/05/2025 - 17:50
            -1

            @KingJuf: Don’t accept this. Sony really need to start complying. There are reports on OzB that the Sony XM headphones that would break 1 week out of warranty are treated similarly, and Sony are ignoring the law. Meanwhile, Bose, with their same priced QC35II, were accepting returns for a free replacement with the newer model, QC45, 4 years after the warranty expired, no questions asked.

            LG are the same with their OLEDs, many many reports of repairs far outside of the warranty period.

            100%, there is a procedure to follow, look it up at your local xCAT or small claims court, in SA we have to send a final letter of demand before the court will look at it.

            Don’t be too shy of the courtroom, the tribunal know that we’re all just regular joes, and all the legal formalities are either non existent or carefully explained to you along the way.

            It’s a fun day in town, and you will probably walk out of the room with a big smile. It’s a great feeling. During mediation, or pre trial hearings, mention the other cases in this thread that give some indications on TV lifetimes, while not concrete, they will give the court/tribunal/sony asshats something to consider. Assuming Sony do send a rep to the hearings. Generally, both parties will not be able to have lawyers present.

            Notice how they mention governing body (ACCC, consumer affairs etc) but not the judicial system (Magistrates Court, xCAT etc). Sneaky pricks.

            • Ash-Say on 18/05/2025 - 18:24

              @2027: ACCC and Fair Trading Trading are toothless tigers. They don't the business to provide remedy based on individual cases.

              Such a waste of tax payer money.

              • 2027 on 18/05/2025 - 18:31

                @Ash-Say: I agree, and many businesses know this. The commissioner in my state can raise cases on our behalf, but they will only do it for particularly interesting situations. Who knows the conditions a case needs to meet for them to look into it and start action. So, sadly, it’s on the individual consumer to hold them accountable.

            • KingJuf on 18/05/2025 - 18:57

              @2027: Im currently looking into it, in WA its small claims court. But I believe the fee is around $160ish if I read correctly so deciding up if its worth it or not.

            • ramb9 on 18/05/2025 - 21:42

              @2027: lol, bruh its 6 years man… you would've finished your schooling in 6 years

              • 2027 on 18/05/2025 - 21:44

                @ramb9: Yes and tribunals have found expensive TVs are likely to last 8-10 years

                This isn’t an entry level set from a cheap Chinese outfit, Sony in their own board reports claim quality over quantity.

                I very nearly got the A1 OLED when it came out, but I poked around with industry contacts, got some feedback, and Sony were as shit with service then as they are today.

                There is lots of precedent where high end euro cars have been expected by the tribunal to last longer than your average car, because of the brand’s position, marketing and cost. Those same laws apply to TVs, washing machines, everything we buy.

                The difficulty is that most people roll over, or when it is taken to a Court, typically decisions aren’t published because it’s a minor claim.

                For all we know there are hundreds of decisions on TVs, or none. It’s impossible to say.

                But we have been able to dig up one case where Panasonic agreed 8 years was reasonable, and another 2 years ago where the Tribunal stated in the reasons for the decision, that they were satisfied a TV of that sort was likely to last 10 years.

                OPs job is to convince his Tribunal member that his TV was a similar sort to the other case.

                Case closed. Ruling in favor of OP.

  • JumpingUnicorns on 21/05/2025 - 13:50

    @KingJuf how'd you go with the ACL route?

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